Global Customer Experience Manager

2 weeks ago

Montreal, Quebec, Canada Maya Heat Transfer Technologies Full time

About Maya HTT

Maya HTT is a world-leading software developer and engineering solutions provider, specializing in CAE, CAD, CAM, and PLM. We collaborate closely with Siemens Digital Industries Software to deliver software, AI, and engineering services that help clients worldwide enhance performance, improve quality, reduce costs, and unlock the value of their data.

About the Role

We are seeking an experienced Global Customer Experience Manager to play a critical role in ensuring our customers achieve their desired outcomes through effective use of our software and services. This role will be responsible for developing and implementing a comprehensive Customer Success strategy, fostering strong relationships with clients, and driving continuous improvement in customer satisfaction and retention.

Key Responsibilities

  • Customer Success Strategy Development
    • Design and execute a strategic approach to Customer Success that aligns with Maya HTT's business objectives.
    • Establish best practices, processes, and tools to enhance the customer experience.
    • Collaborate with cross-functional teams to ensure seamless customer onboarding, training, and support.
  • Customer Relationship Management
    • Build and maintain long-lasting relationships with key stakeholders.
    • Act as the primary point of contact for customers, addressing their needs and concerns promptly.
    • Conduct regular check-ins and business reviews to ensure customers are achieving their goals.
  • Software and Services Integration
    • Understand the full suite of Maya HTT's software solutions and services.
    • Guide customers in leveraging all features and functionalities of our software.
    • Identify opportunities for upselling and cross-selling additional services and solutions.
  • Customer Advocacy and Feedback
    • Serve as the voice of the customer within Maya HTT, providing feedback to product and service teams.
    • Develop and implement mechanisms to continuously improve our offerings based on customer feedback.
    • Advocate for customer needs and work to resolve any issues that arise.
  • Performance Metrics and Reporting
    • Track and report on key performance indicators (KPIs) related to customer success.
    • Analyze data to identify trends and areas for improvement.
    • Present findings and recommendations to senior management.

Qualifications

  • Bachelor's degree in Business, Engineering, or a related field.
  • Proven experience in a Customer Success, Account Management, or similar role.
  • Strong understanding of software solutions and engineering services.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Proficiency in CRM software and customer success tools.

Why Join Maya HTT?

  • Flexible Work Arrangements
    • Office located downtown Montreal, 2-minute walk from Atwater Metro.
  • Competitive Compensation
    • The estimated annual salary for this role is approximately $80,000 - $100,000 depending on experience.
  • Employer-Paid Benefits
    • Medical, Dental, Vision, Life, Short/Long Term disability insurances provided starting from Day One.
  • Career Growth Opportunities
    • Flexible career paths allowing you to grow and develop your skills.
  • Learning Opportunities
    • Learn from industry experts and develop your skills through various training programs.
  • Generous Time-Off Policy
    • A flexible PTO policy and Summer Flex Schedule promoting a healthy work-life balance.
  • Structured Onboarding Program
    • Support from team members and access to resources to assist you in your role.
  • Join an Award-Winning Company
    • Maya HTT is recognized worldwide as a leader in the industry.

Candidate Experience Flow

  • HR Phone Screen
  • Virtual Interviews using Microsoft Teams
  • Job Offer

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